BETELHEM BIRHANU
Woodbridge,VA
Summary
Dedicated Airline Customer Service Agent with 6 years of experience providing exceptional customer support and efficient booking services. Skilled in handling high-pressure situations, managing diverse clientele, and utilizing reservation systems. Proven track record of providing excellent customer service and resolving complex customer issues. Committed to ensuring a seamless and positive travel experience for passengers.
Overview
8
8
years of professional experience
Work History
Gate Service Agent
Piedmont Airlines
Washington, DC
12.2024 - Current
- Updated passenger records in reservation system accurately and promptly after any changes or requests.
- Assisted customers with special needs, ensuring their comfort and ease of access to the aircraft.
- Provided exceptional customer service in high-pressure situations, maintaining professionalism under tight deadlines.
- Maintained cleanliness of gate areas, creating a welcoming environment for passengers.
- Verified identification documents, maintaining strict security protocols at all times.
- Rebooked passengers on alternative flights when necessary due to cancellations or overbooking situations.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Operating jet bridge with safety.
Customer Service Agent
Ethiopian Airlines
Addis Ababa
01.2017 - 01.2022
- - Worked as part of the customer service team at the largest and leading airlines in the Africa with over 20 million passengers annually, checking in customer and providing efficient and friendly customer service.
- - Provided exceptional customer service to passengers in-person Processed and managed passenger check-ins and bookings Maintained an up-to-date knowledge of airline and airport systems and safety procedures in order to advise passengers quickly and correctly Collaborated with other departments, such as Operations and Sales, to ensure a seamless customer experience
- - Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- - Verified identification and travel documents to efficiently board passengers for on-time departure.
- - Coordinated with ramp agents to successfully store, remove and transport customer baggage.
- - Operated PA system to make announcements regarding flight activity.
- - Used Software to prepare pre-departure and post-departure reports and passenger manifest.
Education
Certificate - Administrative support
01.2024
Aviation Customer Service
Ethiopian Airlines Aviation Academy
01.2017
Bachelor Degree - Accounting And Finance
Arbaminch University Ethiopia
01.2015
Skills
- - Microsoft Word, Excel, Outlook, Email And Internet
- - Proficient in Customer ServiceSoftwares
- - Customer documentation review and baggage handling
- - Excellent Communication And Follow Up Skills
- - Strong Ability To Interact Effectively With Customer
PERSONAL DETAILS
Date of Birth : 1994
Timeline
Gate Service Agent
Piedmont Airlines
12.2024 - Current
Customer Service Agent
Ethiopian Airlines
01.2017 - 01.2022
Certificate - Administrative support
Aviation Customer Service
Ethiopian Airlines Aviation Academy
Bachelor Degree - Accounting And Finance
Arbaminch University Ethiopia